348
9 Process Automation
Fig. 9.14 FixComp’s process model for handling complaints
4.
5.
6.
7.
8.
9.
10.
Managing inventory assets disposition.
Booking a trip on-line.
Handling an IT-system maintenance job.
Servicing a used car at a mechanic.
Making online trade customs declarations.
Processing employee payrolls.
Synchronizing data servers in a distributed environment.
Exercise 9.21 Figure 9.14 shows the process model that FixComp follows when a
client files a complaint. Upon receipt of a new complaint from a client, the process
starts by sending an automatic reply to the client, in order to reassure them that FixComp is following up on their request. A complaints representative then takes the
complaint for discussion with people in the department the complain refers about.
Next, the complaints representative sends a personal letter of apology to the client
and propose them a solution. The client can either accept or reject the solution. If
the client accepts the solution, the solution is executed by the relevant department.
If the client rejects the solution, the client is called on the phone to discuss possible
alternatives by the complaints representative. If one of these alternatives is promising, it is discussed with the department and the process continues. If no agreement
can be reached, the case is brought to court.
The company wants to automate this process to deal with complaints in a more
efficient manner. Your task is to prepare this model for execution.
Acknowledgement This exercise is adapted from a similar exercise developed by
Remco Dijkman, Eindhoven University of Technology.
Exercise 9.22 Consider the claims handling process modeled in Fig. 9.15. Implement this business process using a BPMS of your choice.
The process starts when a customer submits a new insurance claim. Each insurance claim goes through a two-stage evaluation process. First of all, the liability of
the customer is determined. Secondly, the claim is assessed in order to determine if
the insurance company has to cover this liability and to what extent. If the claim is
accepted, payment is initiated and the customer is advised of the amount to be paid.
All activities except “Initiate Payment” are performed by claims handlers. There
are three claims handlers. Activity “Initiate Payment” is performed by a financial
officer. There are two financial officers.
9.7 Further Exercises
349
Fig. 9.15 Claims handling process model
As shown in the model, there are two data objects involved in this process: Claim
and Claim decision. A claim includes the following data fields:
•
•
•
•
Name of claimant
Policy number (a string with alphanumeric characters)
Description of the claim
Amount claimed
A claim decision consists of the following data fields:
•
•
•
•
Reference to a claim
Decision (positive or negative)
Explanation
Amount to be reimbursed (greater than zero if the decision is positive)
You may add other data fields into the above objects if you deem it necessary.
Exercise 9.23 Consider the following equipment rental process, which is a variant
of the one described in Example 1.1. Implement this business process using a BPMS
of your choice.
The rental process starts when a site engineer fills in an equipment rental request
containing the following details:
•
•
•
•
•
•
•
•
•
•
Name or identifier of the site engineer who initiates the request
Requested start date and time of the equipment rental
Expected end date and time of the equipment rental
Project for which the equipment is to be rented
Construction site where the equipment will be used
Description of required equipment
Expected rental cost per day (optional)
Preferred supplier (optional)
Supplier’s equipment reference number (optional)
Comments to the supplier (optional)